Customer Experience Ambassador
2 weeks ago
We are seeking a highly skilled Customer Experience Manager to join our team at Sytner Select Wakefield.
As a key member of our staff, you will be responsible for ensuring that every customer has an exceptional experience in our store. Your primary goal will be to identify areas where we can improve and implement changes to enhance the overall customer journey.
Some of your key responsibilities will include:
- Culture Leader: You will be responsible for setting the standard for customer-focused behavior and leading a culture of excellence within the store team.
- Operational Excellence: You will work closely with all store colleagues to ensure seamless communication, minimize customer friction, and implement process changes that benefit the customer.
- Brand Ambassador: As the store representative, you will protect and promote the brand and store reputation, particularly on social media review sites. You will highlight and escalate any risks to the brand through customer contact/feedback to the Head of Business.
- Customer Advocate: You will act as the customer's advocate within the store, ensuring that all departments remain focused on the customer. You will use customer feedback to drive continuous improvement of customer metrics and experience.
- Action Planner: You will complete regular 'customer experience' reviews and support the store management team in devising and implementing action plans to improve customer metrics and experience.
In addition to these responsibilities, you will also:
- Maintain Customer Legislation Awareness: You will have an excellent understanding of customer legislation and ensure compliance throughout the store.
- SQD Complaint Management: You will proactively manage SQD complaints, buybacks, and escalated complaints, striving to satisfy customers in-store and online.
- Quality and Presentation: You will ensure the highest standards of quality relating to vehicles on display and maintain an excellent standard of cleanliness, presentation, and health & safety within the store facility.
- Event Organization: You will support in the organization of seasonal or store-related events, identifying opportunities to streamline the customer journey both digitally and physically.
Why Choose Sytner?
Sytner Group offers a competitive salary range of £35,000 - £50,000 per annum, depending on experience, plus a comprehensive benefits package, including:
- Enhanced Holiday Entitlement - days inclusive of bank holidays
- Industry-leading Maternity, Paternity, and Adoption Pay
- Career Development Opportunities
- Recognition of Long Service Every Year
- Discounted Car Schemes
- High Street Discounts
- Discounted Gym Memberships
- Cycle to Work Scheme
- One Day a Year Paid Voluntary/Community Work
Sytner is committed to creating an equitable environment and welcomes applications from individuals regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, and/or belief. We are passionate about continuous improvement and building an environment where everyone feels valued, appreciated, and able to reach their full potential.
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